Link to Apply is at the bottom of the JD. Please read the requirements carefully before applying.About LimeChatWhy this role mattersOur CSMs manage dozens of brands each. Your mission: build the playbooks, automations, and data plumbing that let them focus on strategy — while the boring bits run themselves. You’ll be the first hire in CS Ops, with a direct line to Growth and Product.ResponsibilitiesAutomate the lifecycle:
Configure onboarding, adoption, renewal, and expansion workflows in
HubSpot/Salesforce And WhatsApp Campaigns.Own Tooling Evaluate, implement, and maintain CS platforms (Vitally, Planhat, or custom dashboards) and ensure data flows are accurate.Build dashboards & alerts:
Use
Google Sheets / Looker Studio to surface health scores, churn risks, and NRR upsell signals.Process documentation:
Create SOPs, templates, and internal wikis so every CSM follows the same gold‑standard playbook.Ticket hygiene:
Manage task boards, SLA trackers, and escalations—partnering with Support, Product, and Engineering.Continuous improvement:
Analyse CS operations metrics (FRT, TTR, NPS) and lead kaizen projects that move the needle.Prompt Engineering Skills:
Ability to design and optimize effective prompts for AI tools to improve operational workflows; candidates will complete a short assignment to demonstrate this capability during the hiring process.Must-haves0–1 yr in operations, CS, or RevOps (internships welcome).Comfortable with
Excel/Google Sheets formulas, pivots, and data‑cleaning.Exposure to a
CRM
(HubSpot, Salesforce, or Freshworks) and a hunger to master automation workflows.Detail‑obsessed and process‑driven—your Notion pages are a work of art.Clear communicator who can juggle multiple stakeholders and deadlines.Growth mindset: you learn fast, ask questions, and iterate.Nice‑to‑haveBasic SQL for ad‑hoc queries.Experience with customer success tools (Gainsight, Vitally, Planhat) or marketing automation (Braze, MoEngage).Familiarity with SaaS metrics (NRR, GRR, CSAT).Growth PathYear 1:
Standardise onboarding, automate health‑score alerts, save CSMs 10 hrs/week via templated workflows.Year 2+:
Own CS tooling roadmap, mentor junior ops hires, or transition into RevOps/CSM roles.BenefitsUnlimited PTO
/ sick leave Subsidised fitness membership Free lunch and snacksAnnual company retreatBring your dog/cat to work 🐶How to ApplyDoes this role sound like a good fit? Apply hereChoose “Customer Success Ops” in the Dropdown
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